CMQ-OE Exam Dumps : Certified Manager of Quality/Organizational Excellence Exam

Customer satisfaction is crucial for any organization. Here are the steps a company can take to improve customer satisfaction:

• Collect Data: Organizations should not assume they know what the customer wants. Instead, they should gather data through customer surveys, focus groups, and other methods. This helps identify areas that need improvement.
• Design Policies: Organizations should create policies and practices that prioritize customer satisfaction. These policies can address various aspects, such as product quality, service delivery, and responsiveness.

Remember that customer satisfaction is an ongoing process, and organizations must continuously monitor and adapt to meet customer needs12.

References:

• What is Customer Satisfaction? | ASQ
• Measuring and Managing Customer Satisfaction: ISO 9001:2015 and Beyond | ASQ
• Improving Your Measurement of Customer Satisfaction | ASQ

 The quality manager’s recommendation involves spending $10,000 to eliminate product failures that currently cost the company $15,000 per year. To determine the expected return on investment (ROI), we use the formula mentioned above. The annual savings from eliminating failures are $15,000, and the investment cost is $10,000. Calculating the ROI yields a value of 150%, indicating a positive return on the proposed investment12.

References:

• The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L. Furterer and Douglas C. Wood. Published 2021. ISBN: 9781951058067. Item Number: H1569.
• ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BoK). ASQ Quality Press.13

 A company’s mission statement is defined as the purpose for the company’s existence. It succinctly captures the fundamental reason why the organization exists and outlines its core objectives. A well-crafted mission statement provides clarity and direction, guiding the company’s actions, decisions, and strategic initiatives. It serves as a beacon that aligns employees, stakeholders, and customers with the organization’s overarching purpose. While other options (ultimate ambitions, achieving the vision, and company beliefs) are relevant aspects, the mission statement specifically focuses on the fundamental reason behind the company’s establishment and ongoing operations1. References: 1: The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L. Furterer and Douglas C. Wood. Published 2021. ISBN: 9781951058067. Item Number: H1569. Link